General Interview Questions

1. Tell me about yourself.

I was raised and born in Kabacan, North Cotabato until I finished my high school
way back 2011. 7 years ago, I went to Ipil, Zamboanga Sibugay to pursue my tertiary
education at Western Mindanao State University. I am undergraduate of the course
Bachelor of Secondary Education major in English. Although I do not have an
experience in BPO industry, my positive outlook in life plus willingness to help
people in solving their problems will definitely contribute good reputation in this
field.

Why did you leave your last job?

I do not have experience in formal jobs yet like office work but I worked as a cashier and
service crew in our University Canteen as my part-time job during college for 2 years.

Why do you want to work for our company?

During my visit in your facebook page, I have seen that you were awarded the Best Contact
Center & BPO Company of the year, Best employer of the year and Most Innovation
Company of the Year so I am sure that I will be in good hands of employer if I work with
you plus the advantage that working in your company will enhance and help me grow my
communicating skills and ability.

What are your strengths and weaknesses?

One of my ability is I can still work gracefully even under pressure. And while I do not have
much experience in customer service, I think this ability will help me understand more this
field of work.
What questions do you have for us?
 What would a typical day look like for me?
Response: I’ve been exposed to both structured and unstructured
work environments, so I feel like I can easily adapt to this kind of
work day.
 How many people would be on my team?
Response: I’ve been a part of both small and large teams, so this
seems like something that is right up my alley.
 What does your timeline for hiring someone look like?
Response: That sounds great. I’m available to start in two weeks.
What’s your idea of a call center?
There are two kinds of call center fields, the inbound and the outbound call center fields.
To me, a customer service call center is the frontline of all customer interactions. It’s
the job of call center agents to listen and understand customer concerns while also
providing helpful information. At the end of the day, customer service call centers
need to create satisfied customers with every call.
Why do you want to work in a call center?
I’m excited to work in a fast-paced environment that will challenge me to use all of
my skills to solve problems and improve the customer experience. I love flexing my
communication skills and interacting with customers.

What is your idea of quality customer service?

My idea of quality customer service is being able to provide customers with friendly,
professional service that not only solves their problems or answers their questions,
but also leaves them feeling satisfied with the service they received.

How would you handle a call from an angry customer?

I think the first step is to stay calm and express to the customer that you understand
them. I think it’s also important to remember that it isn’t personal, and the best way
to de-escalate the situation is to work towards a solution.

Are you able to work with multiple phone lines?

While I haven’t worked in a call center previously, I have juggled customer service
while I was working in retail. Handling multiple customer returns each day involved
a lot of multitasking with our inventory system, communicating with the customer,
and accessing our POS system.

How many people have you managed in the past?

I managed a team of five in my last position, and I loved being able to offer advice
and train them into better employees. To help motivate my team I frequently placed
goals in front of them that they were incentivized to reach. I found this increased
their motivation and their performance.

How would you address performance issues with your employees?

When I have an employee that is struggling, I will first schedule a one-on-one with
the employee to see where the issue may be stemming from. Once I have a better
idea of what’s causing the performance issue, I will give the employee a detailed
plan for them to get back on track. We will then work on the plan together to ensure
that they have a better understanding of the performance expectations and
execution.